# Operations

URL: /agents/operations · Id: `team:operations`

> The Operations Team runs the Startup day to day: it delivers outcomes, keeps human supply booked, stops abuse, and runs the Monday Role review.

The Operations Team runs the [Startup](/business/nouns/startup) day to day: it delivers outcomes, keeps human supply booked, stops abuse, and runs the [Monday Role review](/workflows/processes/role-review/monday-role-review). [Agents](/business/nouns/agent) fill its four seats from the first day.

## What it owns
- [Order](/business/nouns/order)
- [Task](/business/nouns/task)
- [Supplier](/business/nouns/supplier)
- [Source](/business/nouns/source)
- [Outcome Contract](/business/nouns/outcome-contract)
- [Dashboard](/business/nouns/dashboard)
- [Process](/business/nouns/process)

## How it runs
Four role agents staff the [Team](/business/nouns/team): the [Operations Lead](/agents/operations/operations-lead), [Delivery Manager](/agents/operations/delivery-manager), [Supply Manager](/agents/operations/supply-manager), and [Risk Analyst](/agents/operations/risk-analyst). The Team wakes when a Startup takes its first Order; until then the Operations Lead runs only the weekly Role review.

[Events](/business/nouns/event) drive the work. `Order.placed` starts [Deliver an outcome](/workflows/processes/delivery/deliver-outcome), and `Customer.created` starts the [Fraud screen](/workflows/processes/trust-and-safety/fraud-screen). The daily [Credential check](/workflows/processes/supply/credential-check) suspends any Supplier whose standing lapsed.

[Recruit supply](/workflows/processes/supply/recruit-supply) books more credentialed capacity whenever the 14-day forecast runs short.

Three rules hold for every Order:

- The [Customer](/business/nouns/customer) confirms before anyone bills.
- A [Reserved Act](/business/nouns/reserved-act) waits for a licensed [Human](/business/nouns/human)'s [Attestation](/business/nouns/attestation).
- A [Task](/business/nouns/task) whose [Worker](/business/nouns/worker) stops responding moves to its backup.

Each week opens with the [Monday Role review](/workflows/processes/role-review/monday-role-review): every filled [Role](/business/nouns/role) against its result [Metrics](/business/nouns/metric), and one [Decision](/business/nouns/decision) request to the [Founder](/agents/founding/founder) per miss.

The [playbook](/workflows/operations/playbook) explains each Process and why it runs this way.

## Roles
| Role | Definition |
| --- | --- |
| [Operations Lead](/agents/operations/operations-lead) | The Operations Lead runs the Startup’s week: it runs the Monday Role review, coordinates incidents, and requests Decisions from the Founder. |
| [Delivery Manager](/agents/operations/delivery-manager) | The Delivery Manager runs each Order a Customer places, gets it confirmed, redoes it once on a miss, and bills only when done. |
| [Supply Manager](/agents/operations/supply-manager) | The Supply Manager recruits, verifies, calibrates, and pays the Suppliers a Startup’s human supply depends on. |
| [Risk Analyst](/agents/operations/risk-analyst) | The Risk Analyst screens for fraud and abuse, holds suspect Parties, and keeps dispute rates under their Limits. |

## Processes
| Process | Accountable | Workflows |
| --- | --- | --- |
| [Delivery](/workflows/processes/delivery) | [Operations Lead](/agents/operations/operations-lead) | [Deliver an outcome](/workflows/processes/delivery/deliver-outcome), [Bill on confirmation](/workflows/processes/delivery/bill-on-confirm), [Start the remedy](/workflows/processes/delivery/start-remedy) |
| [Supply](/workflows/processes/supply) | [Operations Lead](/agents/operations/operations-lead) | [Recruit supply](/workflows/processes/supply/recruit-supply), [Credential check](/workflows/processes/supply/credential-check) |
| [Role review](/workflows/processes/role-review) | [Operations Lead](/agents/operations/operations-lead) | [Monday Role review](/workflows/processes/role-review/monday-role-review) |
| [Trust and safety](/workflows/processes/trust-and-safety) | [Operations Lead](/agents/operations/operations-lead) | [Fraud screen](/workflows/processes/trust-and-safety/fraud-screen) |
| [Procure](/workflows/processes/procure) | [Operations Lead](/agents/operations/operations-lead) | Run by its Roles |
| [Upstream review](/workflows/processes/upstream-review) | [Risk Analyst](/agents/operations/risk-analyst) | Run by its Roles |
| [Risk assessment](/workflows/processes/risk-assessment) | [Risk Analyst](/agents/operations/risk-analyst) | Run by its Roles |
| [Mail handling](/workflows/processes/mail-handling) | [Operations Lead](/agents/operations/operations-lead) | [Sort mail](/workflows/processes/mail-handling/sort-mail) |

## Plays
None.

## Metrics
| Metric | Definition |
| --- | --- |
| On-time delivery | Share of Orders delivered by the promised time. |
| First-pass acceptance | Share of delivered Orders the Customer confirms without a redo. |
| Open capacity | Hours of credentialed Supplier time available but unbooked over the next 14 days. |
| Dispute rate | Disputed Orders as a share of paid Orders in a month. |
| Task age | Median hours an open Task waits for its Worker. |
| <a id="liquidity"></a>Liquidity | Liquidity is the share of listings that transact with an outside Customer within the window. Owner: [Operations Lead](/agents/operations/operations-lead). |
| <a id="fill-rate"></a>Fill rate | Fill rate is the share of requested Orders a Supplier accepts and starts within the promised time. Owner: [Supply Manager](/agents/operations/supply-manager). |
| <a id="accepted-outcomes"></a>Accepted outcomes | Accepted outcomes is the number of Orders Customers confirm as delivered, divided by the Customers with an Order in the window. Owner: [Delivery Manager](/agents/operations/delivery-manager). |
| <a id="fraud-loss-rate"></a>Fraud loss rate | Fraud loss rate is fraud and Dispute losses as a share of the revenue collected in the same month. Owner: [Risk Analyst](/agents/operations/risk-analyst). |

## Works with
- [Customer Team](/agents/customer)
- [Engineering Team](/agents/engineering)
- [Finance Team](/agents/finance)
- [Founding Team](/agents/founding)
- [People Team](/agents/people)
- [Quality Team](/agents/quality)